Customer Service Technician

Universities Superannuation Scheme; Liverpool; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading pension scheme in the UK is looking for a Customer Service Technician based in Liverpool. This role offers the chance to work closely with technical teams, providing first line IT support and ensuring a high level of service to end users. Candidates should have experience in customer-facing IT roles, with strong skills in Windows OS and hardware troubleshooting. Join a friendly team and enjoy excellent benefits including generous leave and personal development support.

Benefits

Generous annual leave

High-quality pension scheme

Enhanced sick pay and family-friendly leave

Financial contributions towards personal development

Private healthcare services

Discounted gym memberships

Learning and development opportunities

Employee Volunteer Days

Cycle to Work Scheme

Qualifications

• Experience in customer-facing IT support with a strong service focus.
• Skills in Windows OS, Office 365 administration, and Active Directory support.
• Proficiency with remote support tools and hardware troubleshooting.

Responsibilities

• Providing excellent customer service and resolving technical issues promptly.
• Logging, analyzing, updating, and managing incidents through to resolution.
• Collaborating with technicians and suppliers to fulfill requests.

Skills

Windows OS

Office 365 administration

Active Directory support

Hardware troubleshooting

Networking basics

Firewalls

TCP/IP

Mobile devices support

Microsoft Teams

MS Office applications

Problem analysis

Job description

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When you join USS, the size and scale of our pension scheme means you will have numerous opportunities to learn and develop your career.

Given our size, you'll have real autonomy and influence as you collaborate closely with a wide-ranging team of experts.

About the role

In your role as Customer Service Technician, you will make a meaningful and valued contribution from the outset.

This role provides a great opportunity to be the first point of contact for logging and resolving technical queries and incidents via telephone, walk-up, and the ITSM portal, working closely with technical teams across USSL and USSIM.

You’ll also provide technical support, bridging the gap between the IT Service Desk and 3rd line service across the London and Liverpool offices.

Your responsibilities include promptly and professionally resolving IT support requests, ensuring excellent customer service for end users.

You will also handle hardware support, mobile phone support, meeting room support, printing, and regular system checks, along with the provision and replacement of corporate hardware.

This role is based on-site in Liverpool/London.

What you will be doing

As a trusted part of the IT team, you will be responsible for:

• Providing excellent customer service and resolving technical issues promptly
• Logging, analyzing, updating, and managing incidents through to resolution
• Collaborating with technicians, suppliers, and teams to fulfill requests
• Escalating and assigning incidents appropriately
• Applying strong troubleshooting and organizational skills
• Prioritizing tasks using the Hornbill ITSM system
• Visiting data centre locations when required

About you

We understand that candidates may not meet every requirement. If you are excited about working with us and possess most of the skills or experience outlined, please apply regardless.

To succeed in this role, you will have:

• Experience in customer-facing IT support with a strong service focus
• Skills in Windows OS, Office 365 administration, and Active Directory support
• Proficiency with remote support tools and hardware troubleshooting
• Knowledge of networking basics, firewalls, and TCP/IP
• Experience supporting mobile devices in MDM/BYOD environments (iOS)
• Familiarity with Microsoft Teams and MS Office applications
• Strong documentation, problem analysis, and attention to detail

At USS, every individual contributes to building a secure financial future for our members and their families. We aim to create a work environment where everyone can thrive professionally and make a meaningful impact.

We are committed to supporting your career development through various opportunities and recognizing each individual's unique career path, supported by an engaged management team.

Enjoy a friendly team, flexible culture, and excellent benefits!

How we will reward you

• Generous annual leave
• Access to a high-quality pension scheme through USS
• Supportive policies including enhanced sick pay and family-friendly leave
• Financial contributions towards personal development and wellbeing
• Health and wellbeing services, private healthcare, discounted gym memberships
• Learning and development opportunities
• Employee Volunteer Days
• Cycle to Work Scheme

Our culture and values

Our people are our strength. We foster a diverse and inclusive culture where individuality is embraced, and everyone feels comfortable being themselves.

Our purpose centers on members, putting them ‘front and centre’ of our work, guided by our core values:

• Integrity

About us

Founded in 1974, USS is the principal pension scheme for UK universities and higher education institutions.

We work with around 330 employers to secure the futures of over 528,000 members and their families. With total assets around £(as of 31 March 2023), we are one of the UK's largest pension schemes. For more information, please visit our website.

USS is proud to be an equal opportunity employer. We strive for a flexible and inclusive recruitment process to attract diverse talent.

If you need reasonable adjustments or support during the recruitment process, please contact us.